Manager, Data & CX Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $115k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📊 Data Scientist

👻 Ghost score 0%

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Vector Solutions

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2011-06

Healthcare • Consulting • Logistics

Vector Solutions is a provider of online training and management systems designed to enhance safety, compliance, and professional development across various sectors. The company offers solutions for K-12 and higher education institutions, manufacturing, public safety services, and other industries, focusing on improving compliance, safety, and workforce development. Their training includes topics such as safety and wellness, diversity and inclusion, industrial skills, and more. Vector Solutions also offers learning management systems to manage and track training outcomes effectively. Additionally, they provide specialized solutions for EMS, law enforcement, and fire departments, supporting both professional development and operational efficiency.

📋 Description

• Own the operational design of the customer lifecycle journey, including process and system builds for onboarding, adoption, support, renewal, and expansion • Build scalable workflows across CX functions, including onboarding playbooks, escalation paths, and proactive outreach frameworks • Identify and remove operational friction through automation or self-service • Use AI to reduce manual work across CX operations and build and run agents for recurring workflows • Evaluate AI use cases and present evidence-based recommendations to stakeholders • Administer and own the CX platform stack, including the customer success platform and Salesforce • Configure health scores, churn risk signals, journeys, plays, and segmentation • Maintain accurate customer data in CX platforms • Own CX requirements for integrations with sales and marketing systems, partnering with Marketing Ops and Revenue Ops • Build operational reporting and dashboards covering customer health, churn risk, adoption, and team activity • Translate metrics and trends into actionable decisions for Customer Success, Services, and Renewals teams • Lead cross-functional CX initiatives from process and system design through completion • Work with the Chief Customer Officer and CX leadership on recommendations, tradeoffs, and progress • Mentor colleagues across Customer Operations • Support rollout of new CX processes through documentation and system changes

🎯 Requirements

• 5+ years in Customer Experience Operations, Customer Success Operations, or a related operations role with increasing scope • Hands-on experience administering a customer success platform: building workflows, configuring health scores, and designing journeys, plays, and segmentation • Demonstrated use of AI to streamline workflows, including building or operating agents in a production setting • Experience in customer experience operations or customer success operations in a SaaS environment • Working knowledge of Salesforce and how it supports CX workflows • Strong analytical skills, with the ability to explain how a number was derived and why a trend is real • Track record of taking cross-functional initiatives from ambiguity to a measurable outcome, with hands on the build as well as the plan • Comfortable working without a defined spec: shaping the approach in unclear situations and building alignment • Clear communication with stakeholders at every level, including the ability to disagree productively • Experience working directly with executive stakeholders, including presenting recommendations and defending tradeoffs to a C-level audience

🏖️ Benefits

• Comprehensive benefits package effective the first of the month after hire • Matching 401(k) retirement plan • Healthy work-life balance with flexible work arrangements and generous time off • Generous referral incentive program • Tuition Reimbursement Program • Pet Insurance • OnePass Gym/Wellness Discount Program • Calm Health-Employee Membership • Company social events • Employee Resource Groups • Philanthropic opportunities